Why did I get a message from L.E. about things feeling heavy?

When L.E. detects a message from a learner that may trigger a safety concern, it will respond with:

It sounds like things feel heavy right now. I'm here in small ways, but I'm just a bot and not equipped for the bigger stuff. Please reach out to someone trained to help.

You can reach out to SNHU's Employee Assistance Program (EAP) for confidential, free, 24/7 support by calling 800-647-9151 and dialing #1 at the prompt. You can also access EAP information online at: Anthem EAP website

If you need urgent help, go to your nearest ER, call 911, or call or text 988 for confidential 24/7 suicide/crisis support. You can also reach out to a healthcare provider, counseling services, or someone you trust for support.

Because L.E. is still being tested and refined, some of its safety checks may be more sensitive than necessary and can occasionally introduce safety resources when they don’t fit the conversation. These safeguards are designed to keep L.E. within its intended role and prevent it from providing clinical or emergency guidance or responses that could encourage harm. During the pilot, the safeguards intentionally err on the side of caution while we work to make them more precise and reduce unnecessary interruptions.

If L.E. misunderstands what you meant, you can clarify your intent and let it know you’d like to continue the conversation. In some cases, you may need to clarify more than once. If you’re still unable to move forward or notice this happening repeatedly, please continue to let us know.

One of the purposes of this pilot is to identify situations like this before L.E. is more broadly available. We’re reviewing anonymized conversations and participant feedback to better understand when these interruptions occur and improve how L.E. responds while maintaining appropriate learner safety safeguards.

Thank you for participating in the pilot and helping us make L.E. better.